Complaints

This profile includes complaints for Mitchell Volvo and Land Rover Simsbury's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Mitchell Volvo and Land Rover Simsbury has 3 locations, listed below.

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  Mitchell Volvo and Land Rover Simsbury

  384 Hopmeadow St Simsbury, CT 06070

• 

  Mitchell Volvo and Land Rover Simsbury

  PO Box 127 Simsbury, CT 06070-0127

• 

  Mitchell Volvo and Land Rover Simsbury

  91 Albany Turnpike Canton, CT 06019

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/15/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a schoolteacher in ** and decided to go ahead with the purchase of my **** on a Friday. At that time, Volvo had an ******** promotion whereby teachers get 500 off purchase. The way it works is you give your email to the dealership and they submit it to Volvo and then you get a pin number which they apply at time of signing papers. All of this is supposed to happen BEFORE the signing of papers (Remember that it's important later!) So I gave the salesman Mike P*********" my email address. Turns out he copied it wrong and Volvo never got it. Keep in mind this is a Friday afternoon now and no pin coming from Volvo. I ask him repeatedly are you SURE you got the email right? He tells me yes. Now it"s getting late and still no pin coming. And they know I am not buying this car without the 500 discount I'm entitled to. So fearing the loss of the sale (they don't want me leaving and driving back to ** without doing this deal!) finally Mike P and the shady sales manager Josh F******* assure me that I do not need to have the pin right now. It's okay. We can go ahead with the paperwork and I can submit it later to receive my discount and they'll cut me a check soon. Okay, great. I believed them and took them at their word. BIG MISTAKE!!! Turns out that Volvo would not reimburse me because the proper procedures were not followed. Either they were negligent or intentionally deceitful (I believe latter to be true). So... despite having a document with my purchasing paperwork stating "WE OWE YOU $500 when Volvo teacher pin is obtained" they never ponied up the $500. I spoke with Mark Mitchell himself who listened sympathetically to my story and said "Well if you're owed five hundred dollars then you're owed five hundred dollars!" After a few weeks went by without receiving my check I texted him and got back this response: "I was told that because you didn't have the necessary documentation at the time of sale they declined the claim." I believe this to be fraud. and decception

• Initial Complaint

  Date:06/11/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Before Memorial Day on May 22nd 2024 I had made a deal with the dealership to purchase a new vehicle and trade my car in. After the paperwork was signed we had to wait for financing for me to be able to take the car. Ultimately, I was unable to secure financing for the vehicle due to the vehicle being over 120% LTV. I notified the dealership immediately and made arrangements to return the rental car they had given me and get my car back. This was on Saturday the 25th. The deal was null. I returned their rental and got my car back on Tuesday the 28th as arranged. I also returned all paperwork from the deal, stored on a usb business card, as they requested. 5 days after the deal fell through the dealership decided to pay off the loan to my bank for my vehicle. This was on May 30th.
  
  Since the deal was null, I continued shopping elsewhere for vehicles. Now since because the Dealership paid off my car loan and they are in possession of the title. They have effectively purchased my vehicle. I can not trade my car in anymore. My pre approvals will expire and I will have to put another hard inquiry on my credit report to secure financing for a new vehicle and in the meantime I am stuck driving a car that I have no legal ownership of anymore. I can't sell it. I can't trade it in. And they won't take possession of the vehicle.
  
  I went down to the dealership to discuss things on June 6th . I'll admit things did get unprofessional. I started swearing at them due to dismissive attitude towards the situation and whats seemed to be an admittance of retaliatory practice. The finance manager Ryan M****** countered my argument about this being a giant inconvenience by stating that "It was a massive inconvenience for us when you backed out of the deal". Insinuating that this was done intentionally to bottleneck me or force me into somehow still purchasing a vehicle from them.
  
  Dealer is in possession of my title and has bought my car from the bank but wont take the vehicle.

• Initial Complaint

  Date:12/18/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transaction Date 12/15/23
  Dealer- Landrover ** ********* Mitchell Auto Group
  
  Purchased a used Landrover from them. Dealer was very limited in what they would share via text or email. I received my financing from my local bank, let the dealer know and could we schedule a pickup? The sales rep responded that they do not accept outside financing(text attached). They said they would handle it but refused to share the rate or any financing information with me before my arrival. I was traveling 2 hours so this info would have been helpful. I asked about 2 services that were included in the charges, Window Etching, and Glass Protection.- Finance Manager Kirk C*****, said these are mandatory and they will not sell a car without them. Why would these not be included in the sales list price...this is a misleading practice. So the Sales price listed on the website is not the sales price. When presented with Financing an interest rate was 2+ points higher than I could get from my local bank but they refused to let me use private financing(they said this is all outlined on their website but it is not). In my opinion, this dealership is practicing manipulative practices to result in a better return for them. I would like the contract to be looked at and renegotiated without the mandatory items and using my own financing

• Initial Complaint

  Date:09/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new 2024 **** on 8/28/2023, as of 9/17/2023 I have not received my registration from Mitchell Volvo. I would have thought when buying a $50k+ vehicle I could expect some semblance of customer service. I reached out to my sales associate numerous times in the 21 days to get a status on the registration. He continuously blamed my insurance company for being slow returning my RTA. When my insurance company wasn’t being blamed it was the Mitchell business office. I finally reached out to my insurance and was informed Mitchell had not supplied a return fax number. I informed my sales associate and days went by with no communication. At many times I was going unanswered or with 24+ hour delays in response. I attempted to contact the Mitchell Volvo general manager, Jim G*******, leaving multiple voicemails with no response. After multiple attempted communication I called Mitchell sales line and attempted to get Jim or my sales associate Mike P********* to get a fax number to supply my insurance company. That call ended with me in tears as I was told no one was available and that Mitchell’s did not have a fax number. The last communication I received was from the sales associate on 9/16 at 12:46pm saying he would call me with his manager shortly, I am still waiting on that call 33 hours later. I have been driving my car illegally (and unknowingly) since September 4th, Mike P. did not know the ** plate transfer laws and via text message continued to tell me I was wrong. Regardless of a 7 day or 21 day grace period for registering a vehicle, it is up. Mitchell Volvo did not deliver on their promise of customer service and completing their duty to register the car. I paid for a service and that service is non existent. Their duty did not end when I drove off that lot. Needless to say, I will never recommend Mitchell to anyone, and this experience has tainted my belief in Volvo being a superior product and service supplier.

  Business Response

  Date: 09/19/2023

  Thank you for your help.

   

  I did talk to the Customer last night and she seemed happy and relieved that I reached out to her. We will be processing her registration with **** ***. Customer (******) and I have each others cell phone, and we agreed to communicate and make sure she gets her registration ASAP.

• Initial Complaint

  Date:09/05/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I agreed to purchase a new ********* from Mitchell Subaru in 12/2022. After delays, I was told I needed to drive my car off the lot when it did not have all of the agreed upon features that were financed or fear having my interest rate increased because it would be a new month. The day I went to pick up the car, I signed for everything and was told there were computer issues and to wait. I was there 5 hours. It took an additional 3 days. There were issues immediately: Android Auto would stop working, or not start at times, the screen showed my phone was charging, but would not charge, the gas gauge could increase by 100 miles after driving for hours on a full tank, the fuses blow, navigation would disappear and not come back, the and the radio would stop working. I contacted them right away and was told repeatedly that nothing was wrong. I lived and worked rather far, but drove down and back for multiple appts. I was told I needed a different cord; I did not. I was told the fuses were fine, until I brought the employee to the car to see with my radar detector. They then called and asked me to drive them that same cord to test against theirs (a 2 hour round trip; I refused). I became injured and ill, but contacted again when a phone that had supposedly charging for 2 hours went dead when I was lost alone on foot, having a severe asthma attack, having been separated from a friend. When I found the car, but not my friend, I tried to charge it. It did not work. After relaying all of this information, the service manager asked me to choose a day to come in and take a loaner so the car could be reexamined. That day I called and was told I did not have an appointment. Today I had a medical emergency while driving, and navigation went out, and I could not connect with my phone. The bluetooth would not even work. The fact I was not in an accident, or hurt someone, is incredible. I told him this was a safety issue, for me and others; he did not listen, and I was hurt again.